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How to Implement the NPS Question in Your Customer Feedback Strategy

Elias Axelsson Björklund
Elias works as a Marketing Project Manager at Questback and has worked with marketing in HR and Customer-tech since 2017 after studies from Stockholm University.
2 min read
Customer Experience
How to Implement the NPS Question in Your Customer Feedback Strategy

Understanding customers’ satisfaction levels is essential as businesses strive for growth and success. One widely used metric for measuring customer satisfaction is the Net Promoter Score (NPS). By implementing the NPS question into your feedback strategy, you can gain valuable insights that will help improve your products and services. In this article, we’ll guide you through effective NPS implementation as part of a comprehensive feedback strategy.

Understanding Net Promoter Score (NPS)

Before diving into its implementation, it’s crucial to understand what exactly NPS is. The Net Promoter Score measures customers’ willingness to recommend a company’s products or services on a scale from 0-10. Based on their response, customers are then classified into three categories:

1. Detractors (0-6): Unhappy customers who may damage your brand reputation.
2. Passives (7-8): Satisfied but unenthusiastic customers who might switch brands.
3. Promoters (9-10): Loyal enthusiasts who refer others and contribute positively towards growth.

The final score is calculated by subtracting the percentage of detractors from promoters.

Steps for Effective NPS Implementation

Follow these steps to successfully integrate the NPS question into your customer feedback strategy:

Choose an appropriate survey platform

Select a reliable platform like Questback that offers measurement of customer satisfaction and experience while providing tools for data analysis, communication, project management, and reporting.

Determine when & where to ask

Timing plays a significant role in obtaining accurate results; therefore, consider when your customers are most likely to provide honest feedback. This could be immediately after a purchase or interaction with customer service. Additionally, decide on the channels through which you’ll gather responses, such as email surveys, SMS or in-app prompts.

Customize the NPS question

While keeping the core concept of NPS intact, tailor the question according to your business context. For example: “On a scale from 0-10, how likely are you to recommend our [product/service] to a friend or a colleague?”

Include follow-up questions

To gain deeper insights into customer satisfaction levels and understand their reasons for choosing specific scores, include one voluntary open-ended follow-up questions that allow them to elaborate on their answers.

Analyzing & Acting on NPS Feedback

Once you’ve collected responses through your chosen platform like Questback, it’s time to analyze and act upon them:

1. Segment data by categories (promoters, passives and detractors) and identify patterns or trends.
2. Share results with relevant teams within your organization.
3. Create action plans based on feedback received; this may involve improving products/services or addressing specific pain points experienced by customers.
4. Continuously monitor progress using NPS tracking tools provided by platforms like Questback.

Remember that successful implementation of an NPS-driven feedback strategy involves ongoing analysis and improvements in response to gathered insights.

In conclusion, incorporating the Net Promoter Score question into your customer feedback strategy can significantly enhance your understanding of client satisfaction levels while guiding future business growth strategies. By partnering with reliable experience management solution providers like Questback, who offer comprehensive services, including survey development and data analysis support – businesses can maximize their potential for success in today’s competitive landscape.


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